Operational Indicators – Average Handle Time (AHT)

Taylor Reach Group

In this article, we tackle one of the most important indicators; Average Handle Time (AHT). AHT is defined as the total amount of time (on average) that an agent spends on a contact. In a Contact Center environment (voice, chat), AHT includes talk time, hold time and after call work time (ACW). As the name indicates, it is the historical average for thousands, perhaps millions of calls handled by the Center over a reasonable period of time.

Calculating Average Handle Time in Light of Customer Experience and IVRs

Taylor Reach Group

Definition of Average Handle Time: The average time spent handling a contact with a customer, which may be a call, email, chat or any kind of request. The total handle time includes not only the time that an agent spends directly communicating with the customer but also time spend after the contact completing customer’s request – ACW – After Call Work (ACW) or Post Call Processing (PCP).

Improve AHT: here’s how top contact center decision makers do it


Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. AHT = Total Talk Time + Total Hold Time + Total Post-Call Work/Number of Calls Handled.

7 Ways to Reduce Average Handling Time in your Call Center


This is the second time I am calling you people for the same problem. On the other side, the agent invested her time with nothing productive in it. The key point that plays a significant role in this is ‘Average Handling Time’.

ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

Natalie Petouhof

Once everyone is on board, it’s time to create some baseline metrics and goals and then determine what the ROI needs to be based on the program qualifications being set in place. Metrics/Key Performance Indicators (KPIs) to measure the goals and objectives. Social media metrics.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them


From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance.

Contact Center Metrics ARE Customer Experience Metrics

Customer Service Life

I think we can agree that CSAT (or NPS or Customer Effort) are clearly customer experience metrics because customers are responding to those surveys based on their experience. But how many would list quality assurance, a standard contact center metric, as a customer experience metric?

The Ultimate Guide to Customer Support Metrics


We have put together a list of key customer service metrics, so you can be sure that your support team is doing the best it can to help your customers. On this page you can see a complete list of all the customer support metrics that matter, and why. Performance metrics.

Customer Experience Metrics That Keep the Pulse on Friction-Free Support


Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it. Productivity is not the only metric that matters. What are customer experience metrics?

Contact Center Metrics, Why Do They Matter?

Taylor Reach Group

Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. If we generated every possible report, not only would we never have enough time to read, review and understand the reports, but we would likely increase confusion and ambiguity regarding the centers’ performance. Agent Metrics & Reporting. Login time. Available time.

TOP 20 Call Center Metrics Managers Can’t Ignore – Part 3


Thanks for coming back to read “TOP 20 Call Center Metrics Managers Can’t Ignore – Part 3”! In our previous blog posts, we’ve discussed the most basic inbound and outbound call center metrics to help you ensure customer satisfaction and keep your call center agents organized.

TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK)


In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. Average Waiting Time.

Addressing metrics gaps between bot-led and human-led service


Like with any new initiative, there are a series of considerations that organizations should take into account to ensure this endeavor goes according to plan. One of those considerations is metrics. But how should human versus chatbot metrics be treated? Reflect on Your Metrics.

Addressing metrics gaps between bot-led and human-led service


Like with any new initiative, there are a series of considerations that organizations should take into account to ensure this endeavor goes according to plan. One of those considerations is metrics. But how should human versus chatbot metrics be treated? Reflect on Your Metrics.

A Cheat Sheet for Innovative Contact Center Metrics


Intermediary metrics, however, play an immensely important role in diagnosing performance, identifying challenges and uncovering opportunities. Traditional metrics like average handle time and first contact resolution are undoubtedly important in this quest.

What KPIs Would You Use to Rate your Customer Service Agents? 7 Agent-First Call Center Reporting Metrics Explained


Or do you go easy when it comes to call center reporting metrics? Leaders, like you, are in a battle to figure out what to measure and how to keep agents accountable to those metrics. You’re working to keep your productivity metrics sky high and increasing every month.

3 Call Center Metrics That Don’t Work for Social


Now, more than ever, it is time to adjust traditional call center terminology in an effort to accommodate this shift in use of new technology to connect with customers. AHT – Average Handle Time. At its core, AHT is the average length of time an agent spends talking to a customer to resolve their issue. For example, it is typical to have a higher AHT for a sales department than it is for a level one service department that handles basic questions.

Guest Blog: Are You Setting the Right Customer Experience Goals?


It’s that time of year again. Time to start planning for your 2019 customer experience initiatives. Given the current state of technology, your strategic goals must now go beyond improving metrics.

The Agent Churn Cycle: Why It Happens and How to Prevent It


The industry’s employee turnover rates remain more than double the average for all other U.S. By analyzing 100% of phone calls in real-time, it allows agents to pinpoint exactly where they can improve, but also sheds light on the areas they’re excelling in.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency


Most call centers struggle with efficiency at one time or another. In contrast, a PBX system would need hefty installation resource to cater for this business demand; installation resource that you necessarily haven’t got time for or can afford.

Next Issue Avoidance – How contact centers can preempt follow-up calls


Next Issue Avoidance (NIA) is a metric used by a growing number of customer service departments, one that encourages and enables agents to predict likely problems. NIA: The balancing metric. Reconsider time-based KPIs. Many common customer issues can be easily predicted.

Why Artificial Intelligence is an Agent’s New Best Friend

Natalie Petouhof

And since customer experience directly affects revenue, it’s about time an agent’s job got a little easier and more enjoyable so they can better serve the customer. Imagine taking a calculator away from an accountant? It’s time things changed for both the agent and Customer Service departments. Rather than taking jobs away, AI is blending the best of human intelligence with AI, to provide improved, seamless experiences and at the same time improve agent’s job satisfaction.

How Important is First Call Resolution for SMB Contact Centers?


First Call Resolution (FCR) is arguably the most important metric for small and midsize contact centers to track. According to a study done by Customer Relationship Metrics, CSAT will be 35-40% lower when a second call is made for the same issue. And this feedback needs to be timely.

How to Measure & Improve Call Center Average Speed of Answer


Average speed of answer is, at the most basic level, about running an effective call center by finding the fastest path to having customers’ questions answered or issues resolved. Average speed of answer is one of the most important metrics for call centers to measure.

Building Blocks of Workforce Management

Insite Managed Solutions

Building Blocks of Workforce Management Know the Metric Deliverables – There are a lot of different factors that go into making workforce management successful. Forecasting & Requirements – Once you have your metrics, you should now understand what drives your business.

5 ways of delivering CX reporting best practice


To read the three previous posts in the optimizing CX series on creating blended agents , improving the agent experience and reducing Average Handling Time while safeguarding quality, simply click on the links.

RapportBoost’s CEO, Jenny Craig USA’s Director of North America’s Sales Center, to co-present Mitel-Sponsored Webinar on turning contact centers into profit centers Oct. 23


– holding teams accountable, while having fun. Rote was cited specifically for implementing RapportBoost’s Conversational Selling Analysis Platform that helped dramatically increase her company’s live chat performance metrics.

Five Signs That It’s Time for a Fresh Start With Quality Management

Monet Software

Quality management starts with the establishment of specific performance goals that hold agents accountable for their achievement. Everyone isn’t on the same page Sometimes contact center performance metrics and quality guidelines get in each other’s way. If a metric like average handle time has to occasionally be set aside so an agent can spend a few more moments and keep a customer, such actions should not only be allowed, but also encouraged.

Making it easier for your agents to deliver superior CX


At the same time, working in customer service is a stressful and high-pressure job. No wonder that an average of 21% of agents leave their jobs every year, with more than 1 in 5 companies experiencing annual attrition rates of over 30%, according to Contact Babel.

Christmas in July? Prepare Your Holiday Season Customer Service Now

TLC Associates

And if your business sells to consumers, you’re hopefully ramping up your customer service to handle the seasonal spikes from Christmas sales. Let’s start with the timing of your workforce escalation. July is the perfect time to reflect on last year’s holiday customer service. You have the distance to review macro-level trends with a clear head and enough time before the 2019 season to gear up your workforce and training programs.

When should you be recruiting your next support agent?


Take into account the added time it takes to recruit, interview and train the newbie (plus the projects that get dropped due to time restraints) and it all adds up to one really stressed out support team. Calculate non-ticket time. Sick time/absenteeism.

Call Center Software: How to Choose the Best Software (Tips & Best Practices)


Automatic Call Distributor (ACD): ACDs handle how calls are routed to find the right rep or automated system. Call Accounting: Also known as call logging, these tools collect and record phone usage within a call center. Spend time to make a background check on the vendor.

Essentials of Cloud Contact Centers

Noble Systems

Inbound interactive voice response (IVR) can provide account information, payment options and responses to frequently asked questions. Agents, team leads and supervisors each have their own view of real-time information from anywhere. Historical and real-time reporting.

Putting Humanity in Contact Centers

Customer Relationship Metrics

Or is it time to put humanity into your contact center? “It’s It’s time to put humanity into your contact center.” Ownership over Accountability. She states that if you believe people need to be held accountable, what is YOUR underlying belief? It’s time to rethink iQM.

9 Best Call Center KPIs For Guaranteed Campaign Success

Dialer 360

On the other hand, analyzing too many key performance indicators mislead at times. The ACD-based system and customer information system also provide metrics. Service Level and Response Time. Service level is termed as the number of contacts handled in a certain amount of time.

Secrets to Incredible Customer Service with Paul R. Jones


How do metrics and standards play a role in customer service? Paul: Metrics and standards lay a solid foundation for measuring the success of your employees, but you have to be aware of how those standards impact the customer experience.

How to Measure Success in the Contact Center


Contact centers, before this change in focus to customer experience, had a straightforward goal: to handle as many calls as possible, as quickly as possible. This translated to the goal of interacting with as many people as possible, in the shortest amount of time.

3 Reasons to Consider Hiring Digital Talent


A personalized experience — every time. Over time, agents get bored, disengaged, burnt-out and overwhelmed. Per a Contactbabel 2018 report, s taffing accounts for up to 75% of a contact center operational cost. Meet Rose. Rose is a customer service representative (CSR).

Quality, Productivity, and Striking the Right Balance

Customer Service Life

When I say “metrics” what’s the first thing that comes to mind? And while many of these metrics have their purpose, when it comes to agent performance, there are really two types of metrics that matter. The first is a productivity metric and the second a quality metric. There’s something critical to note about these two metrics. Time tracking is getting better but still nowhere near what we have for phone. Image by Harald Funken from Pixabay.

Tortoise or Hare – Which One Best Describes Your Contact Center?

CSM Magazine

It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. In a similar way, contact centers are often so determined to handle infinite numbers of calls as quickly as possible, they put unnecessary pressures on agents and lose sight of the customer.